Ultimately, you're building trust and showing that you care about the relationship and switching the think to promote a same-team / one- community mindset. “
Set Reasonable Expectations It’s all about finding the balance between being responsive and setting appropriate limits, so that you can continue providing excellent service without compromising your own wellbeing. Transparency and clear communication are essential for maintaining trust and positive relationships between the community, the management team, and the board of directors.
For example, having a reputation for prompt responses can be a double-edged sword. While it may earn you praise and gratitude from community members and business partners who appreciate your responsiveness, it can also set unrealistic expectations that are difficult to maintain in the long run. As someone who prides themselves on getting back to people quickly, you've likely cultivated a sense of trust and reliability — people know that when they reach out to you, they can count on a timely reply. However, the downside to this is that even a brief delay in your response can cause those same people to grow impatient and frustrated. This is when it becomes necessary to set some reasonable expectations such as advising your contacts that while you always strive to reply as quickly as possible, you do have a specified response requirement (such as 24-hours) that they should keep in mind. This way, you can maintain your reputation for being attentive and reliable, while also ensuring that you don’t burn yourself out trying to meet unrealistic demands.
Another example is setting expected response timeframes when you are awaiting direction or decision from a board of directors. Let contacts know that the board is composed of volunteers who meet on a periodic basis, rather than being available for immediate consultation. By clearly communicating this structure, you can help to set reasonable expectations around the timeline for when they can expect to receive feedback or a final decision. Emphasizing that the board members donate their time and expertise voluntarily can foster understanding, as it may help them recognize the constraints and competing priorities that the board faces. Furthermore, proactively informing them that you may need to wait until the next scheduled board meeting before being able to provide a full response can help to manage their anticipation and avoid frustration.
Setting Boundaries It’s a frustrating experience to encounter individuals who are simply determined to remain displeased and unsatisfied, no matter how much effort we put into communicating effectively. In these situations, we have no choice but to firmly establish boundaries, sometimes silently and other times more overtly. One effective approach is to pause and delay our responses when faced with someone who is barraging us with a flurry of heated emails in an attempt to perpetuate their tirade. By scheduling our replies to be sent an hour later, we allow that person time to cool down and reflect, rather than simply reacting out of raw emotion. This small delay maintains the timeliness of our communication, but gives the other party space to collect their thoughts and potentially reconsider the tone and content of what they plan to say next.
Don’t let them make you sweat — for individuals who are truly crossing the line, whether through aggressive phone calls or abusive emails, we may need to take a stronger stance. In these cases, it’s important to directly inform them that we will not be engaging further until they are able to communicate in a civil and constructive manner. We must make it clear that our role is to assist them, not to serve as an emotional punching bag for their frustrations. For hostile phone interactions, taking the additional step of stating you will be disconnecting the call, and insisting that all future communication be documented in writing can be a powerful way to shift the dynamic and compel the other party to be more accountable for their behavior. By setting these firm boundaries, we assert our own right to be treated with respect, while also creating an opportunity for the other person to recalibrate their approach and hopefully engage more productively.
Dealing with heated and aggressive individuals in person can pose even more of a challenge than navigating tense situations over the phone or via email. While it may be easier to maintain a calm, controlled demeanor when communicating remotely, the added element of physical presence and nonverbal cues in face-to-face interactions can make these confrontations much more difficult to manage effectively. When someone approaches you visibly upset or frustrated, it is crucial to greet them with a warm, empathetic smile, let them know you understand they are feeling that way, and assure them that you will do your absolute best to help resolve whatever issue they are facing. This compassionate yet
www.CAIKey sto ne .org 3 3
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48
